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Business Profile

Car Rentals

AZ Car Rental

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Rentals.

Complaints

This profile includes complaints for AZ Car Rental's headquarters and its corporate-owned locations. To view all corporate locations, see

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AZ Car Rental has 2 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/30/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Please See Attachment

      Customer Answer

      Date: 06/02/2025

      Who or what gov't agency do I have to contact to get a response from ** company?

    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Had a car rental through the ft ********** location the vehicle is needing insurance payment on my end. I have called numerous times to contact about getting this process done to no avail by them. They keep telling me that they can't contact the internal department that handles the insurance claims this has been goin on for about 3 months just want this process to be done with.

    • Initial Complaint

      Date:06/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Please See Attachment

    • Initial Complaint

      Date:03/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Put down a deposit for a car but when we arrived at the *************** there was no signs or place to pick up the car or speak to a company representative. We were told by airport employees to wait for a shuttle to pick us up but no shuttles ever came. We tried calling the company but we got no response. They took our security deposit and never gave it back. We were not able to get in contact with anyone at the company. This company is a bunch of scammers. Check out their ****** maps profile, its all AI generated pictures and they are scam artists who steal peoples money.

      Business Response

      Date: 05/04/2024

      Dear ********,

      We sincerely apologize for the inconvenience you experienced with AZ Car Rental *******. We truly value your feedback and aim to address your concerns promptly to ensure a better experience for you and all our customers in the future.

      Upon investigating your complaint, we found that at the time of your call, there was an issue with our phone system, which has since been rectified. We regret any inconvenience this may have caused in reaching us.

      Regarding the shuttle service, we understand your frustration. While we do advise customers to call for shuttle service upon arrival, we acknowledge that the communication breakdown resulted in a lapse in service. We are taking steps to ensure smoother coordination in the future. We understand how frustrating it must have been to not receive the service you expected and deserve.

      Furthermore, we appreciate you bringing to our attention the discrepancy in our ****** Maps profile. Rest assured, we are taking immediate steps to update and improve our online presence to accurately reflect our fleet and services.

      Regarding your refund request, we regret to inform you that as your reservation was made through a booking platform with payment due upon arrival, we do not have a transaction on record to process a refund.

      In addition to addressing your current concerns, we would like to extend a gesture of goodwill as a token of our apology. We would be delighted to offer you a discount card for future rentals with AZ Car Rental ******** We genuinely hope that you will give us another opportunity to provide you with the exceptional service you deserve.

      We are committed to learning from this experience and improving our services to ensure a more positive experience for you and all our valued customers.

      Thank you for your understanding and patience. We look forward to the opportunity to restore your trust in AZ Car Rental ********


      Kind regards,
      AZ Car Rental - *******

      Customer Answer

      Date: 05/04/2024

       
      Complaint: 21497231

      I am rejecting this response because they should refund our deposit as we did not receive any car and they made no effort to contact us the day of the reservation. Even though the reservation was made through a third party website they should make it right as it is their fault that we did not receive any car service. 

      Sincerely,

      ***********************************

    • Initial Complaint

      Date:03/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In january this year, Ive rented a car through Rentcars on the agency AZ CAR RENTAL, in *******. The discription said I was going to show for pick up the shuttle to the agency at 10am and I arrived at 2pm. The shuttle didnt pick me up and didnt even notice nothing. Alright. then a tried to talk with the AZ CAR RENTAL to pick the car up right in the agency, I would grab a taxi and meet them at the place. They didnt allow me to go to the agency and said that it was already complete the rent for no show, and I had to talk with ******** and solve only with them. ******** tried to solve with them and they were just like "not my problem". The renting was for 21 days, a lot of money and they didnt allowed me to be at the agency to pick up the car? thats a really bad customer services and trying to get the foreigners money. I was polite with them all the conversation and the were just like we have your money the problem is yours. REALLY BAD COMPANY. Then I had to rent by another company, witch was totally diferent treatment. Dont rent by AZ CAR RENTAL. They dont care about your good experience, only about money. And after that I asked if they had the car for renting in the agency and they only said one porsche (like?). Very Bad business

      Business Response

      Date: 04/23/2024

      Dear ***********************,

      We sincerely apologize for the inconvenience and we are truly sorry that your experience was anything less than positive.

      Regarding your reservation, we will kindly request that you to reach us out via email ********************************************* This will allow us to discuss solutions that will best attend your needs - including refunds or alternative arrangements.

      Your feedback is invaluable to us. Our utmost priority is to ensure our customers receive exceptional service throughout their rental journey. When a customer's experience falls short, it's essential for us to understand and learn from the situation, enabling us to enhance our services and streamline our processes for a more seamless and transparent experience.

      We sincerely apologize once again for any inconvenience caused and remain committed to exceeding your expectations in the future.

      Kind Regards,
      AZ Car Rental - *******

    • Initial Complaint

      Date:11/20/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Rental Cars.com Booking number *********** We rented a car via rentalcars.com and had a rental car from ** rental in ***** **. They took a ****** deposit, which was promised to go back on our card in 1 week. After multiple phone calls to rentalcars.com, i was promised by a **** that I would receive it back on our credit card by 11/20/23. Today is 11/20, and we did not get the money back. Our experience with this company was awful, we were provided with the wrong size car seats for our children (we paid 14 per day for them) and the straps did not tighten, one seat was broken, and they were not installed correctly. This issue is in addition to them not releasing our 500 security deposit, and also at pick up at the airport, they made us go to an alternate location other than the remote airport shuttle pick up. We want our ****** security deposit back. After being told 1 week, or by 11/20 at the latest, now when we call they say 28 days.

    • Initial Complaint

      Date:08/23/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a car from them on June 29 because I was having surgery on the 30th. When I got to the airport the car that I wanted to rent was not there. I called them and they couldn't find the car so they just gave May a car that was sitting there. I didn't want the car but I was running late. The car had a knocking sound and wasn't clean and the keys was broken. When I return the car they charged me 402.00 for cleaning the car and the broken key saying they gave me a new key. They're suck scammers. They charge me for 116.00 in tolls when I didn't even use the high way. I took the back road to avoid fee. I rented from them couple times and if you look i never go through tolls. I'm just upset because I've seen reviews and there doing this to a lot of people and getting away with it.I have picture of the car when I got it but didn't think of they keys.my son had used that exact rental a week before I believe around the 16 of June and he said that keys was like that.. I rented the car for 3 weeks but didn't use if just had it there to go to my pre opp 2x . Something needs to be done about this

    • Initial Complaint

      Date:07/10/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I picked up the car on Feb 22 for approximately 60 days when returned they charged me at the end of rental USD $336.00 stating that it is charge for daily tolls that I never agreed to or initialed on that item and never used any tolls , but they said it is mandatory charge , according to their contract fine print it is not mandatory and I asked them numerous times to return that money back on my **** but they won’t , please help me get that money ,this company is ripping off every customer as much as they can as per other complaints

    • Initial Complaint

      Date:05/03/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is a new company I never heard of, should have been my first clue. The office was closed when I landed so I had to take a taxi to the office my Rental agreement said its for a Kia Sorento, and they just left the keys in the unlocked car in the sunvisor. I saw a Kia which it was after 12am and they said after my Rental was a Toyota corolla, I just kept the Kia, with their agreement. After I dropped off and never got a look over by an employee. They keep my security deposit after I fly home. Stating damages. At no point was there any accident or I hit anything. The photo of the damages they sent me was grainy, and shadowy. Looks to be be dirt, but no scratch. The before photo is not dated. They are crooks. And take advantage of people, even said I could come see the damage of the car at the office, knowing I'm not in the state, thousands of miles away. Don't ever use them the reviews are true.

    • Initial Complaint

      Date:04/28/2023

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I rented a van through AZ car rental on April 6th 2023 until April 13th of 2023 for our family vacation down in Orlando. I was asked for the 500.00 security deposit, which I provided with my bank account information. The money was deducted from our bank account on the 6th of April, not just a hold or pending but it was actually taken out of our account as a withdrawl. Which I was told it would be refunded back to me after we dropped off the vehicle. I received an email on the 21st of April 2023 stating that my deposit had been refunded back to me via my ***** ********** *** company which I have no clue who or what that is. When I tried to reach out to AZ car rental three times via phone and email. I was told it was just a hold and it would dissappear from my banking account and I wouldn't be able to see the transaction on my bank statements, the hold or the refund. When i asked where my refund was, I was told they didn't take anything from me according to their bank. So now I am out 500 dollars, that they supposedly didn't take from me.

    AZ Car Rental is NOT a BBB Accredited Business.

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